InMoment has announced the integration of generative AI into its advanced Conversational Intelligence platform. This technology harnesses data from contact center conversations, online chats, and emails to enhance operational efficiency, customer engagement, and overall customer experience.
"In today’s experience economy, delivering exceptional customer service is a key competitive differentiator. Conversational Intelligence, and its use of generative AI, empowers businesses to truly understand the voice of their customers by decoding sentiment, effort, intent, and emotion from actual conversations, not just post-interaction surveys. This unprecedented level of insight allows companies to pinpoint high-impact areas for improvement and drive meaningful business outcomes," said Sandeep Garg, Chief Technology and Product Officer at InMoment.
By merging contact center conversations, emails, chats, and calls with other feedback channels such as surveys, reviews, and social media, businesses can unlock unprecedented insights. Leveraging generative AI, NLP, and Large Language Model (LLM) technologies, companies can now extract value from unstructured data, which makes up over 85% of their information, surpassing the insights gained from traditional post-interaction surveys.
Impact of Conversational Intelligence
Numerous InMoment clients, including Fortune 500 companies, are leveraging Conversational Intelligence alongside various feedback data sources to gain a comprehensive understanding of customer behavior.
By analyzing millions of conversations, including voice transcripts, reviews, web chat transcripts, and survey responses, these companies have seen a 3-5% improvement in first-call resolution and increased call analysis coverage from a fraction to 100% of transcripts.
What are the benefits?
The platform offers a comprehensive suite of features designed to enhance contact center performance and customer experience. It integrates extensive contact center interactions with data from other channels for a holistic view (Omnichannel Voice of Customer), and evaluates team and individual agent performance through Manager and Agent Scorecards, providing personalized insights for improvement.
Additionally, it streamlines feedback with automated call summaries and analysis, boosts performance and retention, and leverages Conversational Analytics & AI-Driven Text Analytics to extract speaker-specific insights from unstructured data.
Elsewhere, InMoment has announced that it will incorporate ChatGPT capabilities into its Experience Improvement (XI) Platform.
